The São Paulo Procon notified Grupo Itaú of problems faced by customers in the applications and on the bank’s website yesterday (3). According to the consumer protection agency, difficulties were reported to terminate accounts, carry out transactions and errors in bank statements.
Procon asked the bank to clarify when it found the problem and what security measures and protocols were applied. It should also be informed which services and how many customers were affected by the instability.
The consumer protection agency also wants Itaú to explain what measures are taken to protect customers’ personal data and prevent accidental or illicit leaks of information.
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Procon explained that consumers cannot be harmed by failures in the bank’s platform. If any customer has been prevented from carrying out a transaction and the bank has not offered alternatives, no fines or interest can be charged.
The recommendation for those who had problems with the failures at Itaú is to file a complaint through the bank’s service channels. If no solution is offered, the consumer can contact Procon directly.
In a note, Itaú Unibanco said that it will provide all the clarifications requested by Procon. “The bank also informs that the origin of the problem was related to a delay in the internal processing of data, without any risk of integrity or leakage of customer information,” the statement said.
